Michelle Bakjac. Registered Psychologist / CHG Accredited Trainer

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1 Michelle Bakjac Registered Psychologist / CHG Accredited Trainer

2 Knowing your style Overview Recognising and appreciating different personality styles Understanding difficult behaviours How to deal with difficult behaviours Managing difficult interactions Strategies for resolving issues and conflict effectively

3 Managing Difficult Personalities

4 Knowing your Style Assessing your style and understanding others: Understand our own behaviour and that of others Appreciate that while people are different, everyone has a value, strengths and special qualities Helps to understand how others perceive you Useful for understanding self, team dynamics and interpersonal relationships

5 Behavioural Style Grid ANALYSER indirect and detailed getting it right the first time Less direct Less Expressive RELATOR indirect and considerate getting along...with everyone More Expressive (Task Orientated) DIRECTOR direct and to the point getting it done fast Steadier More detailed PACE (People Orientated) More direct INFLUENCER direct and elaborate getting it noticed with innovation Faster Big picture

6 Behavioural Style Grid ANALYSER Serious Well-organized Systematic Logical Reserved Factual RELATOR Co-operative Friendly Supportive Patient Relaxed Helpful Less Expressive More Expressive (Task Orientated) DIRECTOR Decisive Independent Efficient Intense Deliberate Achieving INFLUENCER Outgoing Enthusiastic Persuasive Humorous Gregarious Lively (People Orientated)

7 Danger traits when overused ANALYSER perfectionist - obsessive pessimistic - critical inflexible - stubborn tunnel-visioned change resistant ritualistic- reclusive DIRECTOR aggressive - argumentative blunt - rude sarcastic - intimidating intolerant - judgmental domineering poor listener RELATOR indecisive self doubting non-assertive - withdrawn complainer hesitant insecure - dependent easily hurt over-zealous to please INFLUENCER impulsive rebellious hard to pin down lacks follow through disorganised - imprecise distracting - unfocused overly-dramatic not punctual

8 Consider what other factors make us different?

9 Personal Differences Mindful and respectful of others cultural background, lifestyle choices and beliefs What to do: Be non-judgemental Communication style and phrasing

10 Generational Differences Generation A cohort of people born within a span of time in which the trends, technologies and events have significantly shaped them McCrindle Research Study 2006

11 Generational Differences Each generation has its own: Set of values Set of experiences and reference points View of authority, family, career and loyalty Expectations in relation to work life balance, training and development, work environment and managers

12 Understanding who are we dealing with? Understand the person: What causes them stress How they operate under pressure Their background and needs Identifying changes in emotional and behavioural responses Key to Win / Win communications

13 Responded (Withdrawing) Four Categories of Difficult People Purpose / Task (External) 1. Reactive Analysers 2. The Complainer 1. Passive Babbler 2. The Victim 3. Melancholy Escapist 1. Dictator / Manipulator 2. The Tank 3. The Sniper 1. Impulsive Exploder 2. The Star Initiate (Involving) People (Internal)

14 Four choices when dealing with difficult behaviours 1. Say and do nothing 2. Walk away 3. Change your attitude about the difficult person 4. Change your behaviour

15 Confronting co-workers and others whose behaviour you cannot ignore Describe the positive future Describe the problem specifically State why this behaviour is a problem Offer a solution End on a positive note

16 If the problem behaviour continues Repeat your request in a respectful way If it still continues describe the consequences If still no change follow through with consequences

17 Conflict Conflict is inevitable Conflict can be positive Conflict can be managed Conflict interactions can be improved Finally effective conflict management starts with knowing and managing yourself!

18 Four Basic Guiding Principles for Addressing Conflict The four underlying values aim to honour the legitimate interests of all involved persons these are: Preserve Dignity and Respect Listen with Empathy Be Fully Present Find Common Ground Without Forcing Change Honour Diversity, Including Your Own Perspective

19 Conflict You cannot control other people You can only control yourself But you can influence other people by changing your responses to them

20 Tips for connecting well with Use their first name people Extend common courtesies Comment on what you both have in common Ask about their work interests and passions Have empathy, warmth and genuineness Compliment them Use humour when appropriate Work with them on what they are wanting where possible Tip: You catch more flies with honey than with vinegar

21 Upset and Angry People How to make things even worse: Explode, accuse or criticise back Withdraw from them physically and emotionally Use disrespectful or uncaring tones/body language Use words like that s not our policy, yes, but... Return same for same Stay in the firing line when your diffusing strategies are not working

22 Diffusing the frustration or anger of others Acknowledge their perspective and feelings Apologise sincerely where you can

23 Screamers and other demanding people Cool down Change method of communication Check what is behind this

24 What are your Bad Habits Do I stop listening when I think I know the message the speaker is trying to convey? Do I find it difficult to listen to other s views if they are different to mine? Do I start thinking of what I am going to say while the other person is still talking? Do I daydream when I should be listening? Do I block the other person out if I don t like them?

25 What are your Bad Habits Do I sometimes respond to others in a sarcastic or overly blunt way? Can I receive criticism without becoming defensive? Do I interrupt? Am I aware of what body language I am demonstrating? Do I avoid eye contact?

26 Barriers to Effective Communication Emotions (anger and embarrassment) Interruptions (human and technological) Lack of concentration Cultural differences Failure to listen

27 Recovery Recognise that dealing with difficult people is a stressful experience and it may take a while to settle Let off steam to workmates, but don t dump on them! Also be willing to listen to your workmates in return Avoid unhelpful coping mechanisms e.g. alcohol Distract self admin task, filing Escape for a little while go for a walk Relaxation Review / self evaluate own behaviour

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29 Key Messages Understand potential triggers Manage escalation quickly Look for early warning signs Appreciate and manage individual differences Don t take others reactions personally Debrief negative experiences appropriately Re-interpret stressful events

30 Remember Think preventative not just reactionary You can not always control other peoples behaviour but you can control your own

31 Questions Trainer Michelle Bakjac CID: C/- CHG Training Unit T E.